Richard_TO
@rogers.com
| Is this what new Acanac customers can expect?
First off, I want to state that I'm a big fan of giving my money to the "little guy". This is why I went with Acanac - great price, advertised a comparable service.
The following note below is a PM I sent to Paul (I have no idea whether or not he reads them) - I sent a similar message to billing. I'm giving Acanac 1 more shot to resolve this, or they can just issue me a full refund, and I'll be on my way.
The note starts below:
Phone number on the account is 416-(redacted).
Signed up for DSL home service approximately 4 weeks ago.
Modem was supposed to arrive within "a couple of days."
Modem does not arrive. Turns out you had no modems left. No one bothered to contact me to tell me.
Dry loop needs to be installed. "Bell will contact you in a couple of days to schedule."
No phone call.
Bell tech shows up the following Thursday out of the blue. I am in New York City.
He claims everything is fine. Problem though: The phone jack is in the kitchen! I need it installed elsewhere in my home.
Still no modem when I return.
Modem finally arrives 2 and a half weeks after I paid for it.
MODEM IS USED.
I paid full price for a modem, I don't care that I can get a refund when I leave Acanac. I paid for a new modem, I want a new modem.
Plug it in. Nothing works. No signal at all.
Ticket opened. Bell calls me on the 25th. Ticket opened on the 23rd.
"Earliest we can get someone there is the 27th. When are you available?"
"When's the earliest appointment?"
"I can have a tech there from 8am to 12pm."
"Great."
8AM. No phone call. 9AM. No phone call. 10AM. No phone call. 11AM. No phone call. 12PM. No phone call.
Start calling Acanac. No one can give me any answers. One of your tech support reps (by the name of Na(??)) has such poor English that he hangs up on me because I tell him numerous times I can't understand him.
1PM. Still no tech from Bell.
I gave you guys a *full year* of internet a MONTH ago.
If I went to McDonald's and paid for a Big Mac, and they told me, "Sorry, you'll have to wait 4 hours for it.", how do you think I'd react to that?
This has been unacceptable service. I understand that Acanac is a Bell reseller, but from my perspective the problems with Bell are *your* problems, not mine. I paid *Acanac*, not Bell. The lack of communication from Acanac is the biggest problem. All you guys had to do was CALL! Show your customers that you actually CARE about their business, and that we're not just dollar signs.
The fact that your CSRs can't call out is pretty astounding! Even if they did care about making sure your customers had their problems resolved, THEY CAN'T CALL!
Is this what it's going to be like the whole time I'm with Acanac? If so, forget it, and just refund my credit card.
I eagerly await your response and satisfaction on this.
Thanks,
Richard |
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Richard_TO
@rogers.com | Acanac rep (since I see you try to reply a lot):
Ticket with Billing is PBY-53897 if you want to look up my customer information to see what a nightmare this has been. |
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Richard_TO
@rogers.com
| 2:30 PM and Bell has still not shown. Numerous calls to Acanac (keep in mind I'm burning cell minutes to sit there and listen to them IM each other because *they can't call me back* - I get 200 min a month - over 120 this far has been with Acanac!) - and they keep saying "he'll be there in 30 min. he'll be there in 30 min."
This is comical.
I understand, believe me I do, that Bell loves making life difficult for the little guy, and that's not okay.
But you guys took my money! A whole year's worth. And I have nothing to show for it other than a *used* modem.
I can't have him come back tomorrow. Nor the next day. Nor the day after that. I took the day off work *today* to take care of this... it was supposed to be a *half-day*.
Does Acanac *really* believe this is an acceptable level of service? |
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Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
| Acanac Inc.
We have to deal with these circumstance with Bell on a daily bases. Be assured that your protected. It does not matter if it's Bell's fault. If your looking for a full refund one will be issued. We can continue to follow up with Bell, however we understand if you don't wish to continue service. To answer your questions it's not acceptable, however when your dealing with Bell allot of things are not acceptable. |
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Richard_TO
@rogers.com
| reply to Richard_TO
Re: Is this what new Acanac customers can expect?
3:10 PM - still no Bell. Over 3 hours PAST the *end* of their window to arrive.
The only person who can contact Bell, a person by the name of Aaron/Erin, is no longer responding to IMs or emails according to the CSR I spoke with.
The CSR actually suggested that she open a *new* ticket, with the requisite 48 hour response time!
Are you serious?
As of now, I have no more interest in being an Acanac customer.
Refund now being requested. No need to discuss the matter further, no need to attempt to do anything. Tell me where to send the modem back and issue me a refund. Next step is a chargeback and forward of the to Consumerist.
To the Powers-that-be at Acanac: let your CSRs have the ability to contact your customers in extreme circumstances. Leaving it to US to call YOU back every 30 min is just absurd.
Thanks. |
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Richard_TO
@rogers.com
| reply to Acanac Inc
Re: Acanac Inc.
Please send me instructions on the ticket sent to billing@acanac.com with an address on where to return the modem to.
While, yes, I agree that Bell does it's royal best to give you the shaft, the inability of every CSR I spoke to to do *anything* solely rests on Acanac's shoulders.
You guys really need to re-evaluate how you provide service to your customers. What's being provided now is a far cry from it. |
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Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
| reply to Richard_TO
Can you please provide me with the ticket ID number you sent to Billing. The modem can be returned to the address on the site.
Address
1650 Dundas Street East. Unit 204
Mississauga, Ontario L4X 2Z3
Canada
As for what Acanac can do in these types of situation in such a limited time frame the answer is not much. It will probably take at least 24-48 hours before Bell gets back to us. Good luck with your next internet service provider. |
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Richard_TO
@rogers.com | The ticket number was provided a few messages ago, but here you go:
PBY-53897
Hopefully getting a refund isn't half as painful as this was.  |
|
Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
| A full refund will be issued. It will take 3-5 business days before it reaches your credit card. If you have any other questions don't hesitate to ask.
You will receive confirmation within the next 12 hours.
I am sorry we could not meet your needs. |
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flexativity
join:2009-11-03
Milton, ON
| reply to Richard_TO
Re: Is this what new Acanac customers can expect?
I had a similar experience tonight calling Acanac's techinical support. Going to what Richard_TO said...I'm all for the "little guy" as my parents own their own business.
To start off...my connection to the internet is great and my download speeds are definately great... 5mb!! But being a paying customer i'd expect to have full support if something is not working correctly or nothing is connected correctly.
I had called around 10pm to get some help regarding an issue with connecting my email to either windows mail or outlook. I had spoken to a Mitchell M. who seemed uninformed and uneducated in the IT field as the responses I was getting was not helping at all. I'm not here to bash anybody and he was a nice guy...but nice guys can't help. We went through all the connections and configurations and I kept getting the same error.
The connection to the server has failed. Subject '', Account: 'acanac', Server: 'mailer2.acanac.net', Protocol: SMTP, Port: 25, Secure(SSL): No, Socket Error: 10060, Error Number: 0x800CCC0E
After troubleshooting for about 30 minutes still no resolution so I asked to escalate the issue or to get me somebody that can help...and this is where I started to get pissed off. Mitchell kept telling me that nobody here can help, but he can send an email to somebody that will email me some "troubleshooting" tips to see if I can troubleshoot my email. Did I receive this email?? No I have not...
Secondly, he said to callback if I have exhausted all the "troubleshooting" tips notated on the email. I then attempted to speak to either a supervisor or anybody that can help configuring my outlook or webmail and the response was "supervisors do not take calls"...okay so being the patient person that I am ... I asked can I speak to somebody that is either well versed in outlook or anybody else there that you think could help...and then the response was "there is nobody here that can help as it's late and it's very busy and the person who can really help is the supervisor and again they don't take calls". So again being the patient person that I am, is anybody there anybody else I can speak with to help...and again the response was "I can send an email to my supervisor to email you the troubleshooting tips but it's very busy and nobody can take this call now...so my suggestion is if you exhaust all of your troubleshooting tips in the email they you an only use webmail". In the end it's only email...but if it's only email and these are the type of responses that I'm receiving then imagine how it would be if it's a real problem with either connecting to the internet or not getting the true download speeds. If this is not rectified in a timely fashion I think I'll stop my internet connection and pay the extra $30 to keep Bell. I mean if it's going to cost me an extra $30 to guarantee me proper troubleshooting and better customer service I think I'll have to reconsider my business with Acanac. Not a great first impression or great first experience calling into tech support.
To quote Richard_TO
Is this what it's going to be like the whole time I'm with Acanac? If so, forget it, and just refund my credit card.
I eagerly await your response and satisfaction on this.
Thanks,
Flexativity |
|
Fergless
join:2008-04-19
Toronto, ON
 ·Acanac
| What are you trying to set up exactly?
If you need help there's also the Acanac Community Forum.
»https://community.acanac.com/acanac/index.php
PS: Don't expect great support from Bell either.  |
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flexativity
join:2009-11-03
Milton, ON
| You are right about bell but again first impression from acanac is leaving a sour taste that I actually have to go on a forum to get the answer. Why could I not call in to get the answer? But whatever... Let's hope u or anybody else can help...
Email setup on windows mail
pop3
incoming mail = anacac.net
outgoing mail = acanac.net
check off "requires auth..."
port 110 and 25
keep gettiing exact same error as mentioned above... Any suggestions??
keeps giving me error |
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Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC | Please, send me an Instant Message with your Acanac username, I will follow up for this setup. |
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flexativity
join:2009-11-03
Milton, ON | Thanks!!
flexativity@acanac.net |
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Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC | Check your IM, please. |
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